Razer Orbweaver Support

Since updating to Windows 10 Razer Synapse does not detect my device and show the correct product configurator

If you encounter this, please perform Synapse update through Settings >> Check for Updates. If the updates not able to run or Synapse not able to load, please uninstall Synapse and download the latest Synapse Framework from Razer support site.

Since I started using Windows 10 my computer will not go into sleep mode and my screen saver mode will not come on.

This happens due to a compatibility issues between Joystick devices and Windows 10. To avoid this please disable the game controller device under Device Manager >> Human Interface Device >> HID-compliant Game Controller. However, do note that when you disable the game controller, you might lose virtual joystick related features in Synapse.

I’m not able to use the skills mapped to the Keypad Add-On in-game.

To fix Razer Gaming Keypad Add-On mapping issues, ensure that the following steps are performed:

1) Download and install the latest Synapse from http://www.razerzone.com/synapse/ with your Orbweaver / Tartarus peripheral.
2) At Synapse, select your Orbweaver / Tartarus devices and go to the “Add On” tab under Keypad category.
3) Tick the “Use Orbweaver Add On For World of Warcraft” option.
4) At the “Location of Wow Game File”, click on “folder” icon and browse to the location of the WoW executable file (Wow-64.exe). The executable file is usually located at “C:\Program Files (x86)\World of Warcraft”.
5) Click on the “Save” button to complete the configuration.
6) Go to the “Customize” tab and a special “AddOnProfile” profile should be seen.
7) Go to https://mods.curse.com/addons/wow/razer-orbweaver-add and download the latest version of Razer Gaming Keypad Add-on.
8) Delete any previous Razer Gaming Keypad Add-On folders located at C:\Program Files (x86)\World of Warcraft\Interface\AddOns.
9) Extract the contents of the latest Razer Gaming Keypad Add-On zip file to the C:\Program Files (x86)\World of Warcraft\Interface\AddOns.
10) Launch World of Warcraft and any previous issues with Razer Gaming Keypad Add-On should be resolved.

How do I change the Joystick button functionality within Synapse on my Mac?

I am sorry the Joystick Function is only supported on PC.

How do I clean my Razer Orbweaver?

If you wish to clean under the key caps, Razer suggests holding the unit upside down and/or using compressed air from a can. The overall finish can be cleaned with wipes generally used for cleaning your computer monitor or sunglasses. Please ensure that the surface is free of large dust particles or debris before wiping the surface with any product. Wiping debris into the surface can lead to minor scratches on the surface of the unit. We suggest unplugging the device from your computer before cleaning.

My Razer keyboard is out of warranty. Is there any way it can be repaired?

Razer products are designed to work well beyond when the warranty has expired. However, If you feel your keyboard is having issues we first suggest trying the keyboard on another computer to insure the issue is with the keyboard and not something within the computer system. If you have narrowed the issue to the keyboard itself there is not really a cost effective repair center that would be able to assist you. Razer does make available some basic external spare parts at http://www.razerzone.com/store/gaming-accessories , but we are unable to supply any internal parts or repair guides.

It is rare, but a light shot of air from a can of compressed air can sometime free debris that may be causing an issue.

How can I contact Razer?

If you were unable to find the answer to your question(s) in our FAQ, please don’t hesitate to contact us here or call 1-888-697-2037.

How can I modify or disassemble my Razer product?

We cannot help you in modifying or disassembling your Razer product since that will void the manufacturer’s warranty on the unit.

How do I request or purchase replacement parts for my Razer product?

For a complete list of our current spare parts and accessories please click here. If the item you need isn’t listed, please don’t hesitate to contact our Customer Support team here.

I have a coupon/promotional/gift voucher code for the RazerStore. Where can I enter the code so I can use it to purchase products?

From your shopping cart page on the Razer Store, please check the box labeled “Enter Promo Code.” Enter the code into the box and click “Apply Code.” The total price after should reflect the discount.

I recently placed an order on the Razer Store and it still shows my order is "In Process". When will my order ship?

We are sorry if there are any delays in processing your order. The product may be out of stock or the order may be under protection/fraud review. Please don’t hesitate to check your order status at the RazerStore page by entering your information at the Order Status page.

I think my Razer product is defective and would like an RMA/exchange.

If you were unable to troubleshoot and resolve any issues you are having with the knowledgebase (FAQ) and you feel your product is still defective, please don’t hesitate to contact us here or call 1-888-697-2037.

I would like information on future Razer products.

Unfortunately, customer support has no information on future product or driver releases. For any information regarding future products please visit our website or our social media outlets.

My Razer product does not work correctly with a specific program or game. What should I do?

If you are experiencing issues with the Razer device in a particular application, test the device in another application to confirm if the issue is specific to that application. If the Razer device functions properly in another application then the program is likely the cause of the issue. Please feel free to contact customer support here to report the issue and see if there are any fixes or workarounds for the issue.

One of the features of my Razer Product does not work.

If you’re unable to find an FAQ article that helps resolve the issue, please contact our customer support team here. User guides and product manuals are also available on the Support page.

What are some examples of a “Proof of Purchase” to provide when initiating an RMA?

A valid proof of purchase is defined as a dated sales receipt from an authorized Razer Reseller. The receipt must show the product description and price. Invoice slips and e-mail order confirmations can be considered on a case-by-case basis.

What is the difference between "driver" and "firmware" updates the Razer Support Site?

Drivers are installed onto your computer and allow your computer to communicate with your Razer product. Firmware updates are hardware level code to install directly onto the Razer device that can update, fix, or change functionality of the product.

Razer must verify that the product is within the specified warranty period and that it was purchased from an authorized reseller. Products purchased from unauthorized dealers are often used, counterfeit, re-boxed, defective or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. Razer will not be able to honor a warranty on products purchased from an unauthorized dealer or that are out of the warranty period. If you purchased product from an unauthorized reseller, all support and warranty issues should be directed to that reseller.

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